Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest          out of our Polynesian Village resort(度假胜地) at Walt Disney was asked how she           her visit. She told the front-desk clerk that she had had a(an)     vacation, but was heart-broken about     several rolls of Kodak color film that she had not yet        . At that moment she was particularly      over the loss of the pictures she had shot at our Polynesian Luau,      this was a memory she especially treasured.
Now, please understand that we have no written service rules      lost photos in the park.       , the clerk at the front desk        Disney’s idea of caring for our        . She asked the woman to leave her a couple rolls of       film, promising she would take care of the rest of our show at Polynesian Luau.
Two weeks later the guest received a     at her home. In it were photos of all the actors of our show,       signed by each performer. There were also     of the public procession(游行队伍) and fireworks in the park, taken by the front desk clerk in her own      after work. I happened to know this         because this guest wrote us a letter. She said that       in her life had she received such good service from any business.
Excellent        does not come from policy(政策性的) handbooks. It comes from people who        —and from a culture that encourages and models that attitude.

A．working B．checking C．trying D．staying

A．expected B．realized C．paid D．enjoyed

A．disappointing B．wonderful C．uncomfortable D．important

A．taking B．ｄｒｏｐping C．losing D．breaking

A．developed B．taken C．washed D．loaded

A．silly B．nervous C．calm D．sad

A．when B．where C．as D．which

A．covering B．finding C．making D．keeping

A．Excitedly B．Fortunately C．Therefore D．Quietly

A．understood B．reminded C．trusted D．discovered

A．workers B．guests C．managers D．clerks

A．printed B．shot C．unused D．recorded

A．film B．card C．camera D．packet

A．frequently B．personally C．alone D．actually

A．rules B．pictures C．handbooks D．performances

A．case B．work C．time D．position

A．story B．place C．photo D．show

A．only B．almost C．never D．nearly

A．advice B．experience C．quality D．service

A．care B．serve C．like D．know